Service Excellence Manager

Key Responsibilities

• Lead & Manage the XMO Team: Build and mentor a multi-disciplinary team (UX/UI, data analysts, designers);
  plan capacity across Build, Transition, Run phases;
  align roles and deliverables to program timelines.
• Portfolio Management: Maintain a backlog of EX problems and improvement ideas;
  apply transparent prioritization criteria (criticality, urgency, impact, effort, cost) and drive decisions collaboratively.
• Stakeholder Collaboration: Partner with Product Owners, Regional IT Managers, Cluster Employee Experience Leads, and Support Service leaders;
  co-create journey maps and solution designs.
• Measurement & Insights: Define EX KPIs/XLAs, instrumentation, and data pipelines;
  generate insight reports and executive narratives;
  trigger hyper-care actions post launches based on dashboard signals.
• Experience Design: Drive persona-based, analytics-led UX/UI design for ne...